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Purpose – The purpose of this paper is to investigate the perceptions and satisfaction between police officers and citizens on Kinmen Island (of Taiwan), using an analytical framework that combines five primary dimensions and 25 corresponding determinants. Design/methodology/approach – It considers recent developments in the application of performance measures and management to public and, particularly, police services. It goes on to assess comparative rural police performance which suggests that the application of targets could ultimately serve to provide the overall satisfaction with police services. Findings – The findings of the study suggest that perceptions and satisfaction of both citizens and police staff may result in the success of the policing management, and that police managers have to satisfy their citizens with a high level of service quality based on different localities. Practical implications – From managerial perspectives, police managers should consider both the service quality and customer satisfaction constructs as determinants of behavioural intentions, based on the fact that satisfaction can be a strategic key to maintain long term relationship with citizens as it is found of significant impact on the intentional behaviour. Originality/value – This research adds empirical support to this vein of literature and has identified the five main dimensions and the 25 sub‐dimensions as important constructs for police service quality.
Policing: An International Journal of Police Strategies & Management – Emerald Publishing
Published: Aug 12, 2014
Keywords: Management; Citizen satisfaction; Kinmen Island; Quality of Policing
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